Evaluation is the fourth part of the process needed to develop customer service training. Evaluation can be defined as examining, or judging carefully, the value of something— in this case, the success of your training.
We can evaluate how attendees liked a single class, or we can evaluate how well the attendees understood the material. We also can evaluate employee performance to determine behavior change. Additionally, we can evaluate the training program from the point of view of the customer and ask “Has their satisfaction increased?”
All of these evaluations are important, and, in each case, there is more than one way to conduct the evaluation.
The primary purpose of evaluation is to determine whether the customer ...
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